Customer Assist

Introduction

This functionality allows the relationship manager to login on behalf of the customer and perform the customer activities (similar to customer post login activities) i.e. relationship manager will be able see the screen same as what customer sees.

The customer is linked to a relationship officer’s group (RO group) during customer creation. Relationship manager is also linked to one or more RO groups. E.g. if a customer “A” is linked to RO group “Eastern zone” and if a relationship manager “RM” is also linked to RO group “Eastern zone” (using this screen), then, RM will be able to login on behalf of the customer “A” and will be able to view and perform the activities as the customer.

When RM logs in on behalf of the customer, RM has to provide RM Id, RM sign on password, Corporate id, Corporate user id (on behalf of which customer RM is trying to login) credentials to login.

RM can also initiate the financial transactions on behalf of the customer, provided the authentication is multi factor. If the authentication is of single factor, then relationship manager will not be allowed to post the transaction.

Transaction password is a single factor authentication.

Digital certificate, RSA Secured id, Mobi tokens (PDA based and SMS based) are multi factor authentication.

If the authentication mode is of digital certificate, then, relationship manager cannot invoke the financial transaction.

If RM approval is required for any financial transaction initiated through customer assist, set the property manager parameter RM_WORKFLOW as ‘Y’. This record goes for another RM for approval of the same RO group for which the customer is attached with the description as “Customer Assist”.

If workflow is enabled for the transaction, then, same process is followed as initiated by customer, except that transaction was initiated by RM and remaining process is same as in the workflow defined.

Note:

If RM has to be restricted for a particular activity in the customer assist, then for the corresponding menu option, make the customer assist flag as “NO”.

RM will not be able to do customer assist if customer is disabled/deleted.

If customer has not logged in even after receiving the password through pin mailer (1st time) and then RM tries to do customer assist, RM would still be shown the terms & conditions page along with password change prompt screen, but, RM can bypass and continue the intended activities.

Modes of Authentication

• Transaction password – Administrator will print the password and send it to the customer through pin mailer.

• SMS Mobi token – Administrator registers the customer’s mobile number for SMS based mobi token, prints the MPIN and dispatches it to the customer through pin mailer. Customer or Administrator can generate the SMS mobi token. Token will be sent through SMS to the customer onto the number through which he/she has registered. Subsequently, customer can login using MPIN+TOKEN combination.

• PDA based Mobi token – Administrator registers the customer’s mobile number for PDA based mobi token. Customer then logs in into the eBanking application, downloads the mobi token jar file and acknowledges that download is complete and informs the bank administrator. Administrator will print the MPIN number and dispatches it to the customer through pin mailer. Customer will be able to generate the TOKEN with the help of MPIN number.

• RSA Secure id – Administrator registers the customer RSA device in the eBanking application. Customer would be provided with RSA device and PIN from RSA server.

Note:

There are 2 types of RSA devices

• Takes PIN to generate the token. In this case, customer is expected to enter only the token in eBanking screen to validate.

• Doesn’t take PIN to generate token. In this case, customer is expected to enter PIN and token in the authentication screen.

System validates the TOKEN or PIN+TOKEN and authenticates the user.

Application level parameter will be added to distinguish the 2 types of devices.

PRPM property for RSA secure id:-

RSA_DEVICE_TYPE_PIN_REQD = Y/N

[Y = when PIN is required to generate the RSA Token. Passcode = TOKEN

N= when PIN is not required to generate the Token. Token is generated at fixed intervals. Passcode = PIN+TOKEN]

• Digital Certificate – Administrator issues a digital certificate to the customer. Certificate containing the private key needs to be uploaded in the client browser (customer’s laptop/desktop)

Note:

Customer has to install CAPICOM for Internet Explorer browser. Firefox has an inbuilt CRYPTO.

Customer assist login screen

This screen lets the relationship manager to login on behalf of the customer and perform various customer activities. RM has to enter user loginID, login password and customer ID of the user.